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44. Bolton, Ruth N., Katherine N. Lemon, and Peter C. Verhoef (2004), "The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research." Journal of the Academy of Marketing Science, 32 (3), 271-292.

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48. Bose, Indranil and Xi Chen (2015), “Detecting the migration of mobile service customers using fuzzy clustering”, Information & Management, 52 (2), 227–238.

49. Braun, Michael and David A. Schweidel (2011), „Modeling Customer Lifetimes with Multiple Causes of Churn”, Marketing Science, 30 (5), 881-902.

50. Brooks, Neil and Lyndon Simkin (2011), “Measuring marketing effectiveness: an agenda for SMEs”, The Marketing Review, 11 (1), 3-24.

51. Brose, Indranil and Xi Chen (2015), “Detecting the migration of mobile service customers using fuzzy clustering,” Information & Management, 52 (2), 227-238.

52. Bruhn, Manfred, D. Georgi, and K. Hadwich (2008), "Customer equity management as formtive second-order construct", Journal of Business Research, 61 (12), 1292-1301.

53. Bruhn, Manfred, Dominik Georgi, and Karsten Hadwich (2006), “Dimension and implementation drivers of customer equity management (CEM) – conceptual framework, qualitative evidence and preliminary results of a quantitative study”, Journal of Relationship Marketing, 5 (1), 21-38.

54. Bruhn, Manfred, Dominik Georgi, Mareike Ahlers, and Michael Buess (2010), "Marketing-Werttreiber-Analyse - Steuerung des Marketing-Mix bei der Basler Kantonalbank," Marketing Review St. Gallen, 27 (4),

55. Buhl, Hans Ulrich, Robert Klein, Johannes Kolb and Andrea Landherr (2011), “CR²M – an approach for capacity control considering long-term effects on the value of a customer for the company”, Journal of Management Control, 22, 187-204.

56. Burez, Jonathan and Dirk Van den Poel (2007), “CRM at a pay-TV company: Using analytical models to reduce customer attrition by targeted marketing for subscription services”, Expert Systems with Applications, 32 (2), 277-288.

57. Bush, Robert P., James H. Underwood III, Daniel L. Sherrell (2007), “Examining the Relationship Marketing, Marketing Productivity Paradigm: Establishing an Agenda for Current and Future Research”, Journal of Relationship Marketing, 6 (2), 9-33.

58. Calciu, Mihai (2008), “Numeric decision support to find optimal balance between customer acquisition and retention spending”, Journal of Targeting, Measurement and Analysis for Marketing, 16, 214-227.

59. Camarero Izquierdo, Carmen, Carlos Hernandez Carrion, and Sonia San Martin Gutierrez (2008), “Developing relationships within the framework of local economic development in Spain”, Entrepreneurship and Regional Development, 20 (1), 41-65.

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60. Camarero, Carmen (2007), “Relationship orientation or service quality?: What is the trigger of performance in financial and insurance services?” International Journal of Bank Marketing, 25 (6), 406-426.

61. Cambra- Fierro, Jesus, Iguacel Melero, and F. Javier Sese (2015), “Managing Complaint to improve Customer Profitability,” Journal of Retailing, 91 (1), 109-124.

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64. Cases, A. S., C. Fournier, P.L. Dubois, et al (2010), "Web Site spill over to email campaigns: The role of privacy, trust and shoppers' attitudes," Journal of Business Research, 63 (9-10), 993-999.

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67. Chang, Hsin Hsin, Kit Hong Wong and Po Wen Fang (2014), “The effects of customer relationship management relational information processes on customer-based performance”, Decision Support Systems, forthcoming.

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69. Chen, Shouming, Tao Jian, and Hui Yang (2011), “A Fuzzy Approach for Evaluating Customer Value of B2C Companies”, Journal of Computers, 6 (2), 224-231.

70. Chen, Zhen-Yu and Zhi-Ping Fan (2013), “Dynamic customer lifetime value prediction using longitudinal data: An improved multiple kernel SVR approach”, Knowledge-Based Systems, 43 (May), 123-134.

71. Chen, Kuanchin, Ya-Han Hu and Yi-Cheng Hsieh (2015), “Predicting customer churn from valuable B2B customers in the logistics industry: a case study”, Information Systems and E-Business Management, 13 (3), 475-494.

72. Chun-Qing, Li, Marcel Weverbergh and Gao Ting (2012), “Does A Long-Term and Active Customer of A Current Savings Account Have A High Lifetime Value?”, Contemporary Management Research, 8 (2), 141-160.

73. Clemente, M., S. San Matías and V. Giner-Bosch (2012), “A methodology based on profitability criteria for defining the partial defection of customers in non-contractual settings”, European Journal of Operational Research, 239 (1), 276-285.

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75. Clow, K., and H. S. Cole (2004), “Small Retailers’ Road to Success: The Customer Value Concept”, Services Marketing Quarterly, 26 (2), 69-81.

76. Coussement, Kristof and Dirk Van den Poel (2009), “Improving customer attrition prediction by integrating emotions from client/company interaction emails and evaluating multiple classifiers”, Expert Systems with Applications, 36 (3), 6127-6134.

77. Coussement, Kristof, and Dirk Van den Poel (2008), "Churn prediction in subscription services: An application of support vector machines while comparing two parameter-selection techniques", Expert Systems with Applications, 34 (1), 313-327.

78. Coussement, Kristof, and Dirk Van den Poel (2008), “Integrating the voice of customers through call center emails into a decision support system for churn prediction”, Information & Management, 45 (3), 164-174.

79. Coviello, N., H. Winklehofer, and K. Hamilton (2006), “Marketing Practices and Performance of Small Service Firms”, Journal of Service Research, 9 (1), 38-58.

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81. Crone, S. F. (2009), "Mining the past to determine the future: Comments Discussion", International Journal of Forecasting, 25 (3), 456-460.

82. Danaher, Peter J., Denise M. Conroy and Janet R. Mccoll-Kennedy (2008), “Who wants a Relationship anyway? Conditions when consumers expect a relationship with their service provider”, Journal of Service Research, 11 (1), 43-62.

83. Davis, Jullet A., Louis D. Marino and Lenita Davis (2007), “Senior services: Exploring nursing home services for community-based seniors”, International Journal of Pharmaceutical and Healthcare Marketing, 1 (4), 304-317.

84. De Bock, Koen W. and Dirk Van den Poel (2011), „An empirical evaluation of rotation-based ensemble classifiers for customer churn prediction”, Expert Systems With Applications, 38 (10), 12293-12301.

85. Dickinger, Astrid, and Ulrike Bauernfeind (2009), “An analysis of corporate e-mail communication as part of airlines’ service recovery strategy”, Journal of Travel & Tourism Marketing, 26 (2), 156-168.

86. Dixit, Ashutosh, Thomas W. Whipple, George M. Zinkhan, and Edward Gailey (2008), "A Taxonomy of Information technology-enhanced Pricing Strategies", Journal of Business Research, 61 (4), 275-283.

87. Dreze, X. and A. Bonfrer (2009), "Moving from customer lifetime value to customer equity", QME-Quantitative Marketing and Economics, 7 (3), 289-320.

88. Du, R.Y., W. A. Kamakura, and C. F. Mela (2007), “Size and Share of Customer Wallet”, Journal of Marketing, 71 (2), 94-113.

89. Eisingerich, A. B., and S. J. Bell (2007), „Maintaining customer relationship in high credence services“, Journal of Services Marketing, 21 (4), 253-262.

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91. El-Ansary, A. (2006), “Marketing Strategy: taxonomy and frameworks”, European Business Review, 18 (4), 266-293.

92. Ellonen, Hanna-Kaisa and Miia Kosonen (2010), “Treat your customers as equals! Forstering Customer collaboration through social media”, International Journal of Electronic Marketing and Retailing, 3 (3), 221-240.

93. Ellonen, Hanna-Kaisa, Anssi Tarkiainen, and Olli Kuivalainen (2010), “The effect of website usage and virtual community participation on brand relationships”, International Journal of Internet Marketing and Advertising, 6 (1), 85-105.

94. Ellonen, Hanna-Kaisa, Anssi Tarkiainen, and Olli Kuivalainen (2010), “The Effect of Magazine Web Site Usage on Print Magazine Loyalty”, International Journal on Media Management, 12 (1), 21-37.

95. Elsharnouby, Tamer and Elizabeth Parsons (2013), “When Relationship Marketing Goes Wrong: Opportunism and Consumer Well-Being in Consumer-Bank Relationships”, Journal of Relationship Marketing, 12 (2), 141-163.

96. Elsner, Ralf, Manfred Krafft, and Arnd Huchzermeier (2004), “Optimizing Rhenania's Direct Marketing Business Through Dynamic Multilevel Modeling (DMLM) in a Multicatalog-Brand Environment” Marketing Science, 23 (2), 192-206.

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99. Fader, Pete and Bruce Hardie (2009), "Probability Models for Customer-Base Analysis", Journal of Interactive Marketing, 23 (1), 61-69.

100. Fader, Pete, and Bruce Hardie (2005), “RFM and CLV: Using Iso-value Curves for Customer Base Analysis”, Journal of Marketing Research, 42 (4), 415-430.

101. Fan, Yi-Wen and Edward Ku (2010), "Customer Focus, Service process fit and Customer Relationship Management profitability: the effect of knowledge sharing", The Service Industries Journal, 30 (1/2), 203-223.

102. Fandos-Roig, Juan Carlos, Marta Estrada-Guillén, Santiago Forgas-Coll, Ramón Palau-Saumell, (2013) "Social Value In Retail Banking", International Journal of Bank Marketing, 31 (5).

103. Fassnacht, M., and I. Köse (2007), „Consequences of Web-based Service Quality: Uncovering a Multi-Faceted Chain of Effects”, Journal of Interactive Marketing”, 21 (3), 35-54.

104. Fink, Robert C., Kenneth J. Hatten and William L. James (2010), “Time and the salience of Macneil´s relational norms”, Journal of Targeting, Measurement and Analysis for Marketing, 18, 95-107.

105. Fink, Robert C., L. F. Edelman, and K. J. Hatten (2006), “Relational Exchange Strategies, Performance, Uncertainty, and Knowledge,” The Journal of Marketing Theory and Practice, 14 (2), 139–153.

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106. Fink, Robert C., L. William, J. Kenneth Hatten, and Lynn Bakstran (2008), “Supplier strategies to increase customer purchases over the duration of customer-supplier Relationship”, Journal of Business & Industrial Marketing, 23 (7/8).

107. Fink, Robert C., Linda F. Edelman, and Kenneth J. Hatten (2007), “Supplier performance improvements in relational exchanges”, Journal of Business and Industrial Marketing, 22 (1), 29-40.

108. Fink, Robert C., William L. James and Kenneth J. Hatten (2008), “Duration and relational choices: Time based effects of customer performance and environmental uncertainty on relational choice”, Industrial Marketing Management, 27 (4), 367-379.

109. Fruchter, G. E. and S.P. Sigue (2009), "Social Relationship and Transactional Marketing Policies-Maximizing Customer Lifetime Value", Journal of Optimization Theory and Applications, 142 (3), 469-492.

110. Galib, Mostak Ahamed and Kamrun Nahar Munny (2015), “The Inclusion of Academicians into the Industry Sector in Bangladesh: A Model of Industry Engagement and Effective Innovation Performance” International Journal of Management Science and Business Administration, 1 (6), 7-18.

111. Garland, Ron (2005), “Segmenting Retail Banking Customers”, Journal of Financial Services Marketing, 10 (2), 179-191.

112. Garnefeld, Ina, Andreas Eggert, Sabrina V. Helm, and Stephen S. Tax (2013), “Growing Existing Customers' Revenue Streams Through Customer Referral Programs”, Journal of Marketing, 77 (4), 17-32.

113. Garrett, Jason and Srinath Gopalakrishna (2010), “Customer value impact of sales contests,” Journal of the Academy of Marketing Science, 38 (6), 775-786.

114. Gee, Robert, Graham Coates and Mike Nicholson (2008), “Understanding and profitably managing customer loyalty”, Marketing Intelligence & Planning, 26 (4), 359-374.

115. George, Morris, V. Kumar, and Dhruv Grewal (2013), "Maximizing Profits for a Multi-Category Catalog Retailer." Journal of Retailing, 89 (4), 374-396.

116. Gessner, G. H., and L. Volonino (2005), “Quick response improves returns on business intelligence investments”, Information Systems Management, 22 (3), 66-74.

117. Glady, Nicolas, Aurélie Lemmens, Christophe Croux (2015), “Unveiling the relationship between the transaction timing, spending and dropout behavior of customers”, International Journal of Research in Marketing, 32 (1), 78–93.

118. Glady, Nicolas, Bart Baesens, and Christophe Croux (2009), "A modified Pareto/NBD approach for predicting customer lifetime value", Expert Systems with Applications, 36, 2062-2071.

119. Green, Teegan (2015), “Flipped Classrooms: An Agenda for Innovative Marketing Education in the Digital Era”, Marketing Education Review, 25 (3), 179-191.

120. Greene, Henry, G. R. Milne (2005), “Alternative data sources in targeted marketing: The value of exographics,” Journal of Targeting, Measurement & Analysis for Marketing, 14 (1), 33-46.

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121. Guillén, Montserrat, Jens Perch Nielsen, Thomas H. Scheike and Ana Maria Pérez-Marín (2012), „Time-varying effects in the analysis of customer loyalty: A case study in insurance”, Expert Systems with Applications, 39 (3), 3551-3558.

122. Günes, Evrim D., O. Zeynep Aksin, E. Lerzan Örmeci et al. (2010), “Modeling Customer Reactions to Sales Attempts: If Cross-Selling Backfires”, Journal of Service Research, 13 (2), 168-183.

123. Gupta, S., and V. Zeithaml (2006), “Customer metrics and their impact on financial performance”, Marketing Science, 25 (6), 718-739.

124. Gupta, Sunil (2009), “Customer-Based Valuation”, Journal of Interactive Marketing, 23 (2), 169-178.

125. Gupta, Sunil et al (2006), “Modeling Customer Lifetime Value,” Journal of Service Research, 9 (2), 139-155.

126. Gupta, Sunil, and Donald R. Lehmann (2006), “Customer Lifetime Value and firm valuation”, Journal of Relationship Marketing, 5 (2/3), 87-110.

127. Ha, H. Y. and J. John (2010), “Role of customer orientation in an integrative model of brand loyalty in services,” Service Industries Journal, 30 (7), 1025-1046.

128. Haenlein, Michael and Barak Libai (2013), “Targeting Revenue Leaders for a New Product,” Journal of Marketing, 77 (3), 65-80.

129. Haenlein, Michael, Andreas M. Kaplan, and Detlef Schoder (2006), ”Valuing the Real Option of Abandoning Unprofitable Customers When Calculating Customer Lifetime Value”, Journal of Marketing, 70, 5-20.

130. Harris, Eric G., John C. Mowen, and Tom J. Brown (2005), "Re-Examining Salesperson Goal Orientations: Personal Influencers, Customer Orientation, and Work Satisfaction." Journal of the Academy of Marketing Science, 33 (1), 19-35.

131. Heide, Jan B., and K. H. Wathne (2006), “Friends, Businesspeople, and Relationship Roles: A Conceptual Framework and a Research Agenda,” Journal of Marketing, 70 (3), 90-103.

132. Heiman, Amir, David R. Just, Bruce P. McWilliams, and David Zilberman (2015), “A prospect theory approach to assessing changes in parameters of insurance contracts with an application to money-back guarantees”, Journal of Behavioral and Experimental Economics, 54, 105–117.

133. Helkkula, Anu, Carol Kelleher and Minna Pihlström (2012), “Characterizing Value as an Experience - Implications for Service Researchers and Managers”, Journal of Service Research, 15 (1), 59 – 75.

134. Hidalgo, Pedro, Enrique Manzur, Sergio Olavarrieta, and Pablo Farias (2008), "Customer Retention and Price Matching: The AFPs Case", Journal of Business Research, 61 (6), 691-696.

135. Homburg, Christian, Andreas Fürst, and Nicole Koschate (2010), “On the importance of complaint handling design: a multi-level analysis of the impact in specific complaint situations”, Journal of the Academy of Marketing Science, 38 (3), 265-287.

136. Homburg, Christian, V.V. Steiner, and D. Totzek (2009), "Managing Dynamics in a Customer Portfolio," Journal of Marketing, 73 (5), 70-89.

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137. Hsieh, Pei-Ling (2013) "Perceived opportunism (PO) in e-return service encounters", Managing Service Quality, 23 (2), 96 – 110.

138. Hsu, C.F. and C.H. Peng (2012), “A case study of using 7S framework to improve business process for call centre reforming”, International Journal of Enterprise Network Management, 5 (1), 17 – 32.

139. Izquierdo, C. C., C. Carrion, and S. M. Gutierrez (2008), “Developing relationships within the framework of local economic development in Spain”, Entrepreneurship and Regional Development, 20 (1), 41-65.

140. Jain, Subhash C. (2005), “CRM Shifts the Paradigm,” Journal of Strategic Marketing, 13 (4), 275-291.

141. Jang, Sungha , Ashutosh Prasad, and Brian T. Ratchford (2015), “Consumer spending patterns across firms and categories: Application to the size- and share-of-wallet,” International Journal of Research in Marketing, 32 (2), 121-234.

142. Jarrat, Denise G., and Constantine S. Katsikeas (2009), “How does Relationship Management Infrastructure influence performance?”, Journal of Marketing Management, 25 (1-2), 51-74.

143. Jen, Lichung, Chien-heng Chou and Greg M. Allenby (2009), “The Importance of Modeling Temporal Dependence of Timing and Quantity in Direct Marketing”, Journal of Marketing Research, 46 (4), 482-493.

144. Jeng, Shih-Ping (2008), “Effects of corporate reputations, relationships and competing suppliers´ marketing programs on customers´ cross-buying intentions”, The Services Industries Journal, 28 (1), 15-26.

145. Jeng, Shih-Ping (2010), “Effects of corporate reputations on customer perceptions and and cross-buying intentions”, The Services Industries Journal, 31 (6), 851-862.

146. Jerath, Kinshuk, Peter S. Fader and Bruce G. S. Hardie (2011), “New Perspectives on Customer "Death" Using a Generalization of the Pareto/NBD Model”, Marketing Science, 30 (5), 866-880.

147. Johar, Monica, Vijay moorkerjee and Sumit Sarkar (2014), “Selling vs. Profiling: Optimizing the offer set in web-based personalization”, Information Systems Research, 25 (2), 285-306.

148. Johnson, Jeff S. and Scott B. Friend (2014), “Contingent cross-selling and up-selling relationships with performance and job satisfaction: An MOA-theoretic examination”, Journal of Personal Selling & Sales Management, 35 (1), 51-71.

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168. Kumar V., and D. Shah (2004), “Building and sustaining profitable customer loyalty for the 21st century”, Journal of Retailing, 80 (4), 317-330.

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170. Kumar, V. (2006), “CLV: The Databased Approach”, Journal of Relationship Marketing, 5 (2/3), 7-35.

171. Kumar, V. (2011), “Looking Through the Marketing Lens: My Journey so Far…”, Review of Marketing Research, 8, 121-157.

172. Kumar, V. and Bharath Rajan (2012), “Social coupons as a marketing strategy: a multifaceted perspective”, Journal of the Academy of Marketing Science, 40 (1), 120-136.

173. Kumar, V. and Denish Shah (2009), "Expanding the Role of Marketing: From Customer Equity to Market Capitalization", Journal of Marketing, 73 (6), 119-136.

174. Kumar, V., Amalesh Sharma, Riddhi Shah, and Bharath Rajan (2013), “Establishing Profitable Customer Loyalty for Multinational Companies in the Emerging Economies: A Conceptual Framework”, Journal of International Marketing, 21 (1), 57-80.

175. Kumar, V., and M. George (2007), “Measuring and maximizing customer equity: a critical analysis”, Journal of the Academy of Marketing Science, 35 (2), 157-171.

176. Kumar, V., and Rajkumar Venkatesan (2005), “Who Are the Multichannel Shoppers and how do They Perform? Correlates of Multichannel shopping Behavior”, Journal of Interactive Marketing, 19 (2), 44-62.

177. Kumar, V., Denish Shah, and Rajkumar Venkatesan (2006), “Managing retailer profitability - one customer at a time!”, Journal of Retailing, 82 (4), 277-294.

178. Kumar, V., Girish Ramani, and Tim Bohling (2004), “Customer Lifetime Value Approaches and Best Practice Applications,” Journal of Interactive Marketing, 18 (3), 60-72.

179. Kumar, V., Ilaria Dalla Pozza, J. Andrew Petersen, and Danish Shah (2009), " Reversing the Logic: The Path to Profitability through Relationship Marketing", Journal of Interactive Marketing, 23 (2), 147-456.

180. Kumar, V., K. N. Lemon, and A. Parasuraman (2006), “Managing Customers for Value: An Overview and Research Agenda”, Journal of Service Research, 9 (2), 87-94.

181. Kumar, V., M. George and J. Pancras (2008), “Cross-buying in retailing: Drivers and consequences”, Journal of Retailing, 84 (1), 15-27.

182. Kumar, V., R. Venkatesan, T. Bohling et al. (2008), “Practice prize report - The power of CLV: Managing customer lifetime value at IBM“, Marketing Science, 27 (4), 585-599.

183. Kumar, V., S. Sriram, Anita Luo, et al. (2011), “Assessing the Effect of Marketing Investments in a Business Marketing Context“, Marketing Science, 30 (5), 924-940.

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184. Kumar, V., Sarang Sunder, and B. Ramaseshan (2011), “Analyzing the Diffusion of Global Customer Relationship Management: A Cross-Regional Modeling Framework”, Journal of International Marketing, 19 (1), 23-39.

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200. Livne, Gilad, Ana Simpson, and Eli Talmor (2011), “Do Customer Acquisition Cost, retention and Usage Matter to Firm Performance and Valuation?”, Journal of Business Finance & Accounting, 38 (3/4), 289-471.

201. Llamas-Alonso, María Rosa, Ana Isabel Jiménez-Zarco, María Pilar Martínez-Ruiz, and John Dawson (2009), “Designing a Predictive Preformance Measurement and Control System to Maximize Customer Relationship Management Success”, Journal of Marketing Channels, 16 (1), 1-41.

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214. Maxham III, James G., G. Richard Netemeyer, and Donald R. Lichtenstein (2008), "The Retail Value Chain: Linking Employee Perceptions to Employee Performance Customer Evaluations, and Store Performance", Marketing Science, 27 (2), 147-167.

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242. Pablo Maicas, Juan, Yolanda Polo, and Francisco Javier Sese (2009), “The role of (personal) network effects and switching costs in determining mobile users' choice”, Journal of Information Technology, 24 (2), 160-171.

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262. Ramsay, J., B. A. Wagner (2009), “Organisational Supplying Behaviour: Understanding supplier needs, wants and preferences”, Journal of Purchasing and Supply Management,15 (2), 127-138.

263. Ranaweera, Chatura (2007), “Are satisfied long-term customers more profitable? Evidence from the telecommunication sector”, Journal of Targeting, Measurement and Analysis for Marketing, 15, 113-120.

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273. Rust, R. T., and T. S. Chung (2006), “Marketing Models of Service and Relationships”, Marketing Science, 25 (6), 241-250.

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277. Ryals, Lynette (2006), “Profitable Relationships with Key Customers: How Suppliers Manage Pricing and Customer Risk.” Journal of Strategic Marketing, 14 (2), 101-113.

278. Sajjadi, Khalil, Mohammad Ali, Khatami-Firuzabadi, Maghsud Amiri, and Jamshid Salehi Sadaghiani (2015), “A developing model for clustering and ranking bank customers”, International Journal of Electronic Customer Relationship Management, 9 (1).

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286. Schweidel, David A., Young-Hoon Park and Zainab Jamal (2014), “A multiactivity latent attrition model for customer base analysis”, Marketing Science, 33 (2), 273-286.

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293. Sharma, Arun (2007), “The Metrics of Relationships: Measuring Satisfaction, Loyalty and Profitability of Relational Customers”, Journal of Relationship Marketing, 6 (2), 33-50.

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303. Soureli, Magdalini, Barbara R Lewis and Kalipso M Karantinou (2008), “Factors that affect consumers` cross buying intention: A model for financial services”, Journal of Financial Services Marketing, 13, 5-16.

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